To date, both IT service management (ITSM) and automation have been successfully leveraged independently of each other. But what if we married the two? Weaving automation into the service management function can provide enhanced benefits above and beyond what either function could do on its own. In fact, for many organizations, ITSM automation has been a match made in heaven. Here’s why.
ITSM automation improves productivity thereby boosting competitive advantage.
What is the most important component of successful ITSM? The ability to deliver the highest level of service while also keeping expenses as low as possible. In other words, to do more with less. Without automation, this is next to impossible, as it requires a full staff of skilled individuals – something that inevitably costs the organization money. What if you could shift a significant portion of the workflow to machine? Not only would the work be completed faster and with fewer errors, improving output, but it would also free up valuable human capital for a better allocation of resources. This can help your firm far outperform others in the ITSM market.
ITSM automation improves customer experience.
The word “service” is perhaps the most important piece of the ITSM puzzle. The goal of any operation is to maximize customer satisfaction, and the best way to achieve this is to optimize production levels to provide the greatest value to your clientele. Easier said than done? Not necessarily. With ITSM automation, business downtime can be all but eliminated. More uptime means better performance, which leads to greater customer satisfaction levels and a better overall experience across the board.
ITSM helps polish your company’s reputation.
Not only do you want your existing customers to recognize the value of your investment into ITSM, but you want your reputation as a market leader to precede you. This will improve the chances of landing new clientele and achieving your company’s growth objectives. How will people view your brand? How will you stand out in the hyper-competitive marketplace? By improving internal operations through ITSM automation, you can dramatically improve the way your brand is perceived externally as well.
ITSM reduces operational costs to free up capital.
Because the IT field is so saturated, companies must find a way to adopt and provide new and improved service offerings if they are to stay a step ahead of the competition. Unfortunately, this type of innovation costs money, and for many ITSM professionals, excess capital isn’t something that’s readily available. Enter ITSM automation. Because this technology creates a more efficient environment, productivity levels are maximized and performance is enhanced. This more cost-effective model can free up the necessary cash to be reinvested into the research, development and implementation of new business initiatives.